- Intelligent Servicing Platform (2023 – Present)
Role: Senior Lead Software Engineer, Capital One
Led the design and implementation of a customer servicing platform that integrates machine learning to recommend the best service channels (e.g., IVR, Web, Mobile, Chat) based on customer preferences and real-time factors.
Processed 200,000 interactions per second, reducing customer wait times and optimizing agent workloads.
Recognized with a Spot Award for simplifying customer experience and reducing agent touchpoints, leading to faster resolution times.
- DICE – Card Risk Management Platform (2022 – 2023)
Role: Senior Lead Software Engineer, Capital One
Built a comprehensive platform to manage SCRA benefits, handle Power of Attorney requests, and process Credit Bureau Disputes.
Improved compliance, reduced manual intervention through automation, and enhanced operational efficiency, ultimately decreasing agent response time.
Received a Spot Award for the significant impact on customer experience and compliance efficiency.
- OMNIOUS – Case Management Platform (2019 – 2022)
Role: Master Software Engineer, Capital One
Designed and implemented a case management platform for handling consumer disputes with credit bureaus and card associations (Visa, Mastercard).
Automated fraud detection and reduced agent interactions by enhancing chargeback rules, which minimized fraud losses and improved dispute resolution.
Awarded a Spot Award for improving operational efficiency, notably reducing the average dispute lifecycle time.
- Cerberus – Credit Card Authorization Platform (2016 – 2019)
Role: Master Software Engineer, Capital One
Developed an AI-powered authorization platform that improved fraud detection rates and credit decisions in real-time, while reducing false positives.
Played a pivotal role in achieving high availability and low-latency decision-making by building a scalable, distributed microservices architecture.
Earned a Spot Award for delivering a real-time rule authoring framework, enabling faster rollout of new product offerings like the NPSL (No Preset Spending Limit) Card.
- Enterprise Fulfillment IT (2014 – 2016)
Role: Principal Software Engineer, Capital One
Led the development of a scalable platform to manage customer correspondence, including statements, letters, and agreements.
Optimized document lifecycle management with version control and integrated cloud solutions, significantly improving operational efficiency.
Recognized with a Spot Award for quality, reliability, and timely delivery of the platform.
- Portfolio Analytics Tool (2010 – 2014)
Role: Senior Consultant, Oracle Financial Services (for CITI Bank)
Led the development of a portfolio analytics platform that integrated strategic, tactical, and product-level analytical information for client portfolio reviews.
Delivered a multi-page rich user interface with extensive customizability, improving the tool’s user engagement and client advisory processes.
Contributed significantly to optimizing performance and enhancing report generation for client portfolio management.
- I Card – Online Credit Card Application (2008 – 2009)
Role: Developer, VIT Consultancy (for CITI Bank, Singapore)
Developed an online credit card application system integrated with third-party systems via IBM MQ for real-time authentication and credit initiation.
Created a fail-safe pattern for customer applications, ensuring no data loss during system downtimes and enabling reprocessing.
Demonstrated technical leadership by designing a flexible front-end system that allowed business teams to update promotions and offers in real-time.